Business plan for hotel catering management

Model essay on business plan of hotel catering management

After the introduction of this scheme, all departments should not only follow the working rules of each post, but also pay special attention to the close cooperation of all departments in the implementation process. Below, I would like to share with you a sample business plan for hotel catering management, hoping to help you!

The modern management of star-rated hotels is a scientific systematic project, which not only needs new ideas and scientific management mode, but also pays more attention to the internal division of labor and cooperation, which is the so-called team spirit. Therefore, all departments should not only follow the work rules of each post, but also pay special attention to the close cooperation between departments in the implementation process after the introduction of this plan.

I. Indicators of planned economy

(1) Overall indicators of the hotel: turnover () million yuan, net profit () million yuan.

(B) the task allocation of various departments

1. Supplies

Two meals: (1) deal 1 ten thousand yuan; (2) Gross profit margin%;

Three meals: (1) Deal 1 ten thousand yuan; (2) Gross profit margin%;

Eighteen meals: (1) deal 10000 yuan; (2) Gross profit margin%.

2. Guest room

(1) The turnover is ten thousand yuan.

(2) Gross profit margin%

Two. About housing services.

The hotel's economic income mainly comes from three parts: first, room income; The second is diet income; The third is the income from supporting services; Among them, room income is an important source of hotel income. From the profit analysis, the operating cost of room income is less than that of catering and commodities, and room profit is also the main source of hotel profits. In the process of operation and management, it depends on room service management, which mainly includes the following aspects:

1. Plan and organize the operation of housekeeping department scientifically and reasonably;

In the process of room management, the front office is at the starting point, responsible for the sales of rooms, and the housekeeping department is in the middle, responsible for most of the services during the guests' stay. During the stay in the hotel, guests stay in the room for the longest time, and have more opportunities to contact and enjoy room service for a longer time. Therefore, hotels should invest corresponding manpower and equipment consumption. How to organize reception service scientifically and reasonably, that is, to ensure service quality, meet guests' needs, increase room occupancy rate, increase material consumption and business income, strengthen the supervision of room service, ensure the quality of reception service and room arrangement, and maintain a reasonable proportion, is an important content of room management. Therefore, first of all, according to the overall planning of the hotel, we should formulate the plan of the housekeeping department, determine the service quality, labor quota, material consumption and other indicators, and make a good manpower deployment plan. At the same time, it is necessary to formulate and implement various rules and regulations to ensure the realization of various indicators.

The supervision in the process of room service is an important link to ensure the service quality. First; To strengthen the organization and leadership of each team; Strictly implement rules and regulations; Strictly check every procedure of service personnel; Implement the foreman's rounds system; Manager; Quality inspector and director of room service; So as to achieve the goal of each level. Second, strengthen the contact between departments and transmit information in time. Room management does not exist in isolation, and needs to be coordinated with other departments to form a unified whole to ensure the normal operation of business activities; Third, take the initiative to understand the guest's reflection, handle the guest's complaints in time, strengthen the feedback channel, and do a good job in reception service. The quality of room management ultimately depends on the satisfaction of guests. We should pay attention to analyzing the types of guests, studying their psychology, grasping their opinions and needs at any time, finding out the universal problems and changing rules of their needs, grasping the internal relations and basic links in the process of room service, and constantly improving the service quality.

2. Strengthen the construction of staff and improve the comprehensive quality of employees.

The nature of the front office and housekeeping department is to provide services directly to guests. Service quality directly affects the management and service level of the hotel. Therefore, strengthening the construction of staff and improving the overall quality of staff is one of the keys to ensure the smooth development of domestic work and improve service quality.

First of all, we should continue to educate employees in ideology, make them love their jobs and cultivate their interest in specialties, so as to stimulate their initiative and enthusiasm, educate employees to establish noble professional ethics and the consciousness of serving guests wholeheartedly, educate employees to establish strict organizational concepts and consciously abide by national laws and regulations and hotel rules and regulations.

At the same time, constantly improve the professional quality of employees, because this is the basic condition to improve the hotel's work efficiency and service quality. Therefore, on the one hand, we should pay special attention to the study of employees' cultural knowledge and improve their cultural level, on the other hand, we should pay special attention to the training of business technology and improve their business operation skills, so that employees can:

(1) Enthusiastic, proactive, patient, considerate, conscientious, and maintain a respectful and friendly attitude towards guests.

(2) In terms of service quality, reduce and eliminate the dissatisfaction caused by the lack of quality and skills of waiters.

(3) Everyone should start with details, especially appearance, appearance, courtesy, etiquette, words and deeds, be decent and tidy, and emphasize the further improvement of personal temperament.

(4) Mastering the service procedures skillfully, so that customers can feel an atmosphere of the hotel industry and a standardized management mode.

(5) Conduct self-inspection after completing their own work according to the standards, and establish the sense of responsibility and ownership of employees.

(6) Cultivate the team spirit of employees.

(7) realize standardized service and high-quality service, thus affecting the customer reputation and the social reputation of the hotel.

In the process of domestic management, we should conscientiously implement the reward and punishment system, carry out the activities of selecting outstanding employees, commend and reward employees with high service quality, good business skills, good task completion and high cooperation style, regularly check the ideological and professional level of employees, arrange their use according to their majors, attach importance to cultivating and selecting talents, form a backbone team, and play a backbone role in all work.

3. Open source and reduce expenditure, and do a good job in the management and control of housing equipment and materials.

Room equipment and supplies are the material basis of room service. Therefore, the management of equipment and supplies in room service is also one of the important contents of room management. The front office department and housekeeping department should formulate the management system of equipment and supplies, clarify the responsibilities of managers at all levels in this regard, and use them reasonably. Therefore, in saving, we should look down on the big, a little water, a little electricity, a needle and a thread, and form different habits of saving or wasting, and different benefits will appear.

All kinds of equipment in the front office and housekeeping department should always be in a safe and sound state. In the normal service and management process, waiters and managers should always check the use of equipment, cooperate with the engineering department to maintain and repair the equipment, and managers should report the equipment regularly. All kinds of articles and corresponding tools prepared for guests in the guest room should be complete enough to meet the needs of service work. On the premise of ensuring service quality, extend the service life of linen as much as possible. At the same time, it is necessary to control the collection of low-value consumables, establish distribution and consumption records, plug loopholes, and implement a reward and punishment system for saving rewards and waste.

4. Establish the leading idea of selling more houses every day.

Although the guest room is a tangible commodity with commodity attributes, it is different from other commodities, because if other commodities can't be sold, it can be used as an inventory backlog, which will not cause great losses, while if the guest room can't be sold on the same day, it will cause the loss of fixed costs, so it is a special commodity. As operators, our most important responsibility is to find ways to sell the rooms on the same day.

Although in recent years, with the rapid development of xx economy, people's consumption concept and consumption level have changed and improved, in this market economy environment, hotels must adopt the policy of flexible management if they want to be invincible. The front office and housekeeping department are required to make use of their own advantages to cultivate loyal customers while improving service awareness. Moreover, we should always keep abreast of competitors' business trends, adopt flexible pricing strategies, aim at high quality and good price, and combine the sales plans and schemes formulated by the hotel to strive to complete various indicators and tasks.

Three. About catering work

With the development of economic construction, the catering industry has also developed rapidly with the needs of society, and at the same time, some problems have emerged. Seller's market? Arrive? Buyer's market? Change. With the emergence of buyer's market, people can choose hotels, restaurants and restaurants that can meet their needs according to their preferences, tastes and economic conditions. In order to attract customers, hotel catering business must determine its own business items and business methods according to the needs of consumers. Who can't realize this, who can't win in the fierce market, as we all know, the catering industry is a very special industry, which is mainly manifested in the duality of the products it provides to customers, both tangible and intangible. As an operator, we must meet the needs of customers from these two aspects, that is, not only the color, fragrance, taste, beauty, shape and utensils of the dishes are good, so that the guests feel value for money, but also the service process suitable for this is good, and the service should be humanized and make the guests feel good.

If any operator is not good at observing and satisfying consumers and can't provide excellent tangible products and intangible new products, he can't meet the needs of the consumer market and can't achieve good economic benefits.

According to the above situation, catering enterprises should take the following measures:

(a) to strengthen the quality training of service personnel and supervisors, to provide first-class service quality for guests.

Specifically do the following three points:

1. Starting with ideological education

Training waiters to be masters and ideological education are the traditional working methods and experiences of the production party. Every manager should carry out patient and meticulous ideological education for his employees to enhance their hotel awareness and master attitude.

2. reverse the traditional outdated concepts and consciousness and implement them? Smile service? Manual service? And then what? Polite? service

Let's focus on this, shall we? Manual service? In the past, hotel managers put? The customer is God? Therefore, as the purpose of the hotel, all aspects of services are limited to standardization and standardization. This single service mode has its relative shortcomings, because service can only be respectful before God, and it is difficult to contact and communicate with each other. In this way, first, it can't set off the warm atmosphere and happy mood of the guests; Second, it is not easy to understand. Master the living habits and consumption rules of guests; Third, is it inconvenient to train hotels? Repeat customers? . And then what? Manual service? It is the supplement and extension of standardization and standardization service. Do you treat your guests as hotel guests? Family and friends? . In the service, the service staff can not only master the customers' living habits, but also timely understand the customers' suggestions and requirements on all aspects of the hotel, which is convenient for the adjustment and improvement of hotel management, so as to satisfy customers and become loyal customers of the hotel? .

3. Pay close attention to service skills and training to ensure service quality.

On the one hand, customers' requirements for service are warm and thoughtful, on the other hand, they are quick and agile. Warm and considerate is the emotional one mentioned above? Manual service? And quickness and agility are the embodiment of service skills. Especially in the restaurant service, if the hotel doesn't train the service staff in service skills, customers will be anxious, but customers can't wait for dinner, and the first course often takes half an hour, which will definitely give customers a feeling of slow serving and let some customers with strong sense of time lose. Optimization method? ), only by combining the above two closely can we form a high-quality and distinctive service of the hotel.

(2) form the main course system, enrich the variety of dishes, improve the quality of dishes, and ensure sufficient customers.

1. Form the main course as soon as possible. It should be affirmed that the positioning of xx hotel catering management cuisine has not yet formed the main cuisine. This is one of the main factors that cause food instability. Therefore, it is necessary to decide the main cuisine that suits the tastes of most customers and the conditions of this hotel as soon as possible. While determining the main course, it also highlights the flavor and characteristics.

2. Gradually cultivate a team of chefs with excellent skills and high quality. Chef's skill is the premise of ensuring product quality. Therefore, the hotel should recruit, introduce and train a group of chefs with high understanding, potential, prospect and love of cooking in xx Hotel through various means. For some chefs with special skills and stunts, it is suggested that the hotel give special treatment in terms of housing, catering and salary.

3. Dishes are produced by product labeling system. Labeling system is not only the basis for testing each chef's production technology and product quality, but also an important way to solicit customers' opinions, feedback information and improve work, and at the same time, it will generate a sense of motivation and responsibility for each chef. After the implementation of the labeling system, customers' opinions should be summarized at every meal, commented on every day, and rewarded and punished every month.

4. According to the seasonal laws and local customs, different seasonal dishes and holiday banquets are launched in due course. The food and beverage department should formulate different specifications of birthday banquets, wedding banquets, full moon banquets and other dishes to provide customers in time. If hotel catering management wants to reach a new level, it is necessary to have new ideas, new measures and new tricks. There are festivals almost every month all year round, and these festivals are also good opportunities for hotels to promote their products. The catering department and the marketing department should seize these opportunities and plan marketing plans for each festival.

5. Establish a new vegetable laboratory. Equipped with specialized personnel, please come in and go out to develop new and special dishes. Hiring domestic first-class masters to the hotel for short-term performances on a regular basis can not only expand the social influence of the hotel, but also be an important activity of chef's technical exchange. At the same time, hotels should also organize their own masters to study and exchange in other places.

Encourage and support chefs to innovate their own specialties. Once the innovative dishes are recognized by customers, the hotel will give some rewards.

6. Strictly practise economy, reduce costs and strengthen accounting. The manager and chef of the food and beverage department should calculate the cost and gross profit margin of each dish in time, use the purchased raw materials properly, and keep the purchase quantity and sales volume consistent.

7. The food and beverage department should keep abreast of the new initiatives and trends of competitors in xx industry, so as to know yourself and know yourself.

Four. About marketing work

Marketing is an extremely important work in the hotel, which is not only related to the operating efficiency of the hotel, but also related to the image of our hotel, and even related to the survival and development of the hotel. What is the guiding ideology of xxx hotel marketing proposal? All-round, focused, fully mobilized, focused? . According to this guiding ideology, the focus of marketing work is:

1. Strengthen the leadership and strength of the marketing team.

The general manager is personally responsible for the marketing work. There are 7 employees in the marketing department, including manager 1 person, artist 1 person, and 5 salespeople. Division of responsibilities: urban area (including general committee organs and schools) 1 person, (2 persons in major coal mines, thermal power plants, cement plants and other large enterprises and institutions, industrial factories and mines), township offices 1 person, xx city and surrounding cities and counties 1 person.

2. Re-segment the market.

Understanding the market, being familiar with the market and subdividing customers are the urgent tasks of the marketing department. Through subdivision, we can clearly grasp the basic situation of key tourists and establish or further close relations with them. While grasping the variety, price, quality and condition of various products and the basic situation of rooms and restaurants, the marketing department visits, communicates and signs contracts with customers to win customers and establish good cooperative relations with the advantages and marketing means of the hotel. The customer files of the marketing department should be carefully sorted out and managed, and the customer tracking work should be done well (some people follow the consumption trends, some people follow the house, some people follow the dining, some people follow the meeting, some people follow the settlement and some people follow the consultation).

3. Create posts, responsibilities, tasks, rewards and punishments.

We can consider implementing the salary system of basic salary+benefit salary in the marketing department first. The hotel gives everyone in the marketing department a sales task every month, and there is a reward (commission) for completing the task. If you can't finish the task, you will be punished. There is no guarantee for the bottom and no cap for the top. The specific number of basic tasks, commission rate and basic salary are proposed by the finance department and the marketing department. Decided by the general manager's office meeting.

4. Pay close attention to marketing activities

In the future, the hotel should pay attention to the investment in publicity, actively participate in some public welfare activities, expand the visibility of xx hotel, and make it recognized by the society.

5. Predict the market situation and seize the sales opportunity.

Predicting the sales market and grasping the business opportunities is one of the magic weapons of hotel marketing. The marketing department is not only the main force of selling products, but also the staff of hotel decision-making. Some market information and business changes of competitors are often obtained by marketers.

6. Make a marketing plan focusing on attracting meetings.

Because the hotel is close to all the offices in the city and the transportation is convenient (near the railway station), generally speaking, individuals from other places come to the hotel to stay and eat more, which will definitely have a certain basis for room occupancy rate and catering customers. This is also the main advantage of our business. But the number of rooms we have now is 206 (sets), which can be said to be the largest in the local industry. Therefore, the room service marketing must focus on the conference, and attract meetings in xx city, xx city, even the province and the whole country through various relationships, channels and means. While increasing the number of full-time marketing personnel, the marketing department specially hires some part-time marketing personnel in xx.xx and xx urban areas to attract various meetings (which can be conducted at a commission). At the same time, strive for the support and help of the municipal party committee and municipal government, understand and master the meeting dynamics of each bureau, launch a powerful marketing offensive, and realize the business philosophy of not letting go of the meeting.

7. Prepare for the establishment of xx Office Directors Association.

Under normal circumstances, the office directors of all units are responsible for the reception and meeting arrangements of the organs. Therefore, organizing them to participate in the hotel's networking activities regularly not only increases communication and contact with them, but also keeps abreast of the customers of various units.

On the premise of teaching modern office management knowledge and exchanging office work experience and information, the office director will solicit the directors' suggestions and requirements for the hotel, release some new measures of the hotel, taste the new dishes of the hotel and collect the consumption trends of all units. (It can be done locally and step by step)

8. Plan to launch xxx Hotel? Gold card? (value 10000 yuan). Silver card? (worth 5000 yuan). Gem card? (worth 3,000 yuan).

1. The service life of the above cards is one year;

2. The above cards will not be refunded after purchase;

3. All the above cards enjoy the corresponding special preferential prices and services set by the hotel;

4. To buy a card, you need to get an application form and go through the formalities of member purchase;

5. If the purchased card runs out of money and needs to be renewed, the same amount as the first purchase must be injected into the card to enjoy the corresponding benefits and services of the card;

6. Mobilize all employees and sales staff to participate in selling cards and commissions.

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